Copy of Software Support Engineer at PCMI Corporation

Park Ridge, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

75000.0

Posted On

04 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, REST API, SOAP API, SQL, XML, JIRA, New Relic, C#, Customer Service, IT Service Management, English Fluency, Polish Fluency, Application Support, Database Configuration, SDLC, Technical Documentation

Industry

Software Development

Description

What You’ll Do As a Software Support Engineer, you will support IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to success in this role. In this role, you will: Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner. Troubleshoot and develop technical solutions. Diagnose and troubleshoot technical software related issues. Ask customers targeted questions to quickly understand the root of the problem. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue. Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged. Prioritize and manage several open issues at one time. Document technical knowledge in the form of notes and manuals. Perform data fixes and configuration changes on the database level. Manage tickets via online tools such as JIRA, Service Desk, etc. Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API’s to interface with the PCRS system. Perform testing and troubleshooting on issues related to REST/SOAP API’s. Use New Relic monitoring, HAR files and other tools to investigate reported system issue. What You’ll Need to Join Our Team Bachelor's degree in Computer Science or related field or equivalent work experience. 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role. 2+ years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support) Previous experience working at a software company Good understanding of computer systems, mobile devices and other tech products. Experienced in application-to-application interfaces, such as XML and REST API Software Development Lifecycle experience Experienced with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams Experienced in using ticketing software like JIRA, Confluence, Service Desk, etc. Experience with SQL (DML commands). Fluent in English and Polish (both verbal and written) Basic knowledge of C# or other object programming languages (nice to have). Basic knowledge of REST APIs Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Why Work For Us Competitive Compensation from $65,000-$75,000 Comprehensive Benefit Package** Health, Dental & Vision Insurance Health Savings Account (HSA) Flexible Spending Account (FSA) Short & Long Term Disability Insurance Company-paid Life Insurance Voluntary Life Insurance Voluntary Accident Insurance Employee Assistance Program 401k with generous Company Match Commuter Benefits Paid Time Off accrued per pay period 10 Paid Holidays Paid Parental Leave Professional Development Opportunities Employee Events Wellness Programs Employee Discount Programs Note: It is required for this role to be in the Park Ridge, IL office 2 days per week. #LI-BB1 *Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects. **Eligible to enroll the first day of employment for immediate coverage.

Responsibilities

Provide advanced technical support for IT Service Management by diagnosing and resolving escalated software issues. Responsibilities include creating workaround procedures, performing database fixes, and managing tickets via tools like JIRA.